Research On Customer Satisfaction Evaluation And Improvement Strategies Of A Company Tianjin Branch

Since the third quarter of 2020,the impact of COVID-19(Corona Virus Disease2019)has led to the shortage of global capacity and shortage of containers,as well as the port blockade,resulting in continuous growth in container shipping freight rates.Furthermore,it affects the customer’s satisfaction with container shipping enterprises.For shipping enterprises,providing customers with high-quality services is conducive to attracting more customers in the market competition.In the environment of excess shipping capacity in the past few years,the local competitiveness of A Company Tianjin Branch has been at the general level.Therefore,in the face of the current shortage of containers and high freight rates,it is both an opportunity and a challenge.Only by improving customer satisfaction can the company attract more customers,as well as improve the company’s competitive level in the local shipping market.Taking A Company Tianjin Branch as the research object,this thesis first summarizes and analyzes the relevant theories and research status of customer satisfaction.Secondly,it analyzes the operation environment and service status of the research object in detail.Thirdly,based on the American Satisfaction Index model(ACSI model),combined with the relevant business and service scope of container shipping export transportation,this thesis constructs the customer satisfaction model and designs the customer satisfaction evaluation system of A Company Tianjin Branch.After collecting the questionnaire results,a series of statistical analysis was carried out.Finally,regression analysis is used to verify the assumptions of the model,and find the problems in the customer satisfaction survey.According to the analysis results,this thesis puts forward the improvement strategies of customer satisfaction of A Company Tianjin Branch,including improving the professional quality and skills of internal personnel,improving the construction of network platform,strengthening the development and utilization of liner routes,providing reliable services and improving price advantages,and as well as offering personalized services to different types of customers.